SLA smart values not rendering in Jira Automation email template

[Sebastian Santoyo]

Hello community,

I’m trying to include the SLA duration in an Automation email template in Jira Service Management, but the smart value always renders empty.

Here’s my current template:

Dear customer: {{issue.key}}

We inform you that we received your request, created on {{issue.created.format("dd/MM/yyyy")}}, about {{issue.summary}}.
It is under verification and being processed by the Unit of Banking Operations, assigned to {{assignee.displayName}} and supervised by the Officer {{issue.Oficial.displayName}}.

The maximum time established to complete this request is {{issue.sla."SLA Centro de Excelencia de Servicios".goalDuration.friendly}} working hours.

Our service hours are Monday to Friday from 8:00 a.m. to 3:00 p.m. Requests sent outside this schedule will be processed on the next business day.

The date renders correctly with {{issue.created.format("dd/MM/yyyy")}}.

The assignee also works.

But the SLA value (name: SLA Centro de Excelencia de Servicios) always comes out empty in the email.

What I’ve tried:

{{issue."SLA Centro de Excelencia de Servicios".goalDuration.friendly}}

{{issue.sla."SLA Centro de Excelencia de Servicios".goalDuration.friendly}}

{{issue."SLA Centro de Excelencia de Servicios".remainingTime.friendly}}

Adding a Re-fetch issue data action before sending the email

Still, the SLA value does not render.

Questions:

What is the correct smart value syntax for including SLA goal/remaining time in an email template?

Is there a timing issue when the rule is triggered on issue creation (before the SLA is calculated)?

Do I need to use a different trigger (e.g., SLA started, scheduled rule) to make SLA values available in the template?

Any guidance would be very appreciated.

Thanks in advance!

[Marc - Devoteam]

Hi @Sebastian Santoyo 

When are you sending this email, on issue creation?

Then its correct the values are empty as the SLA calculation is only Done after the issue creation.

You need to de a re-fetch action.

Also you need to use the smart value as;

{{issue.customfield_XXXXX.ongoingCycle.goalDuration.friendly}}

See also this KB article; https://support.atlassian.com/jira/kb/comment-with-sla-smart-value-fails-in-jira-automation-rule/ 

[Sebastian Santoyo]

Thanks Marc not working the link alternatives

And the custom field, the ir not a custom field

[Marc - Devoteam]

Hi @Sebastian Santoyo 

An SLA on an issue is also a custom field.

Can you provide you full automation rule and what type of project is the JSM project, team or company managed?

[Sebastian Santoyo]

Sure but let me share just the important part of the rule

This is for the email notification

El tiempo máximo establecido para concluir este requerimiento es de {{issue."Time to resolution".remainingTime.friendly}} horas laborables.

Nuestro horario de servicio es de lunes a viernes de 8:00 a.m. a 3:00 p.m., Las solicitudes remitidas fuera de este horario serán diferidas para el siguiente día laborable.

En caso de que {{assignee.displayName}} o {{issue.Oficial.displayName}} no estén disponibles, por favor reasignar a otro(s) miembro(s) del equipo.

Saludos cordiales,

 

Right now I am trying with the SLA "Time to resolution". This SLA is working properly.

Depending on the condition it is 2 hrs 40 hrs etc.

My last try was {{issue."Time to resolution".remainingTime.friendly}} and didnt work.

I dont know if this affects, I hope not but depending on a list of cascading options the is one SLA. something like this

If person in the portal chooses 1-B it is 4hrs

If person in the portal chooses 3-A it is 2hrs

If person in the portal chooses 2-C it is 40hrs

I want this # of hours to me sent in the email.

[Marc - Devoteam]

Hi @Sebastian Santoyo 

Set it as {{issue.customfield_XXXXX.ongoingCycle.remainingTime.friendly}}

Where xxxxx is the ID of the field Time to resolution

[Sebastian Santoyo]

Hi Marc, thanks.

Here is a screenshot of the SLA, in which part of the screen do I find that number you say?

[John Funk]

Hi Sebastian,

You might try: {{issue.<sla_name>.ongoingCycle.goalDuration.friendly}}

And here is some more guidance:

https://support.atlassian.com/jira/kb/how-to-find-smart-value-of-sla-component-of-jsm-issues/

[Sebastian Santoyo]

thanks John did not work 

[John Funk]

And what did it return? 

[Sebastian Santoyo]

It remains empty, not any value

I have tried some at least these options:

{{issue."Time to resolution".remainingTime}}

{{issue."Time to resolution".ongoingCycle.goalDuration.friendly}}

{{issue.<Time to resolution>.ongoingCycle.goalDuration.friendly}}

Note I am currently using "Time to resolution" SLA

[John Funk]

Can you share the entire rule? And are you doing a Re-fetch action after the trigger step? 

[Sebastian Santoyo]

Sure John

And all the email body as it is at the moment

I am doing a re-fetch before the email step

Estimado cliente: {{reporter.displayName}}

Nos place informarle que recibimos su solicitud, realizada en fecha {{issue.created.format("dd/MM/yyyy")}} , de {{issue."¿Con qué podemos ayudarte? TC".child.value}} , la misma esta sujeta a verificacion y se encuentra en proceso de la Unidad de Tarjeta de Crédito, Parámetros, Átomos y Procesos Contables Operativos​​ asignado a {{assignee.displayName}} y supervisado por el Oficial {{issue.Oficial.displayName}}

El tiempo máximo establecido para concluir este requerimiento es de {{issue."Time to resolution".remainingTime.friendly}} horas laborables.

Nuestro horario de servicio es de lunes a viernes de 8:00 a.m. a 3:00 p.m., Las solicitudes remitidas fuera de este horario serán diferidas para el siguiente día laborable.

En caso de que {{assignee.displayName}} o {{issue.Oficial.displayName}} no estén disponibles, por favor reasignar a otro(s) miembro(s) del equipo.

Saludos cordiales,

[John Funk]

And for that issue you see a value for the SLA on the screen? 

Also, you might want to do a VERY simple query for SLA just to see if there is a value getting set. And add a log action for {{issue."Time to resolution".ongoingCycle.goalDuration.friendly}} after the re-fetch. 

You might even try adding a  Delay for 30 seconds as overkill to ensure the SLA is set right after the re-fetch to see if that produces a value. 

[Sebastian Santoyo]

Thaks John, not working with {{issue."Time to resolution".ongoingCycle.goalDuration.friendly}}

How could I delay for "30 seconds" the action?

I already have the re-fetch, not sure if I can do something else